Speaker 1
Hi, I wonder if we can. I'm with [silence], community fiber and [silence], I've got these two nodes which have somehow [silence], lost connection with the [silence], main parent node. [silence], I'm trying to [silence], add, [silence], add it back on for the past two days [silence], and it's just not working. [silence], but [silence], yeah. [silence], [silence], well, basically it lost a connection. It was all working before [silence], and then it lost connection, so I'm just trying to [silence], reestablish the connection. [silence]. [silence], well, I've had it for [silence],
00:00
Speaker 2
Welcome to links and support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling links and. This is Karin. How may I help you? Okay. Okay. So this is for like um reconfiguration of device after your lost internet connection, right? and you're? Okay, go ahead. Mhm. Okay. Alright. So have you got links before or this is the first time?
00:00
Speaker 1
for a couple years now, a year and a half or something. Sure. 0774158988. birth mother. Yes. That's correct. Right. How do I know what device I'm using?
01:00
Speaker 2
Okay, so give me your phone number, let me try to pull up your record. [silence] Okay, thank you. [silence] Okay, this will say to pull up your record. Here it's under Mazin Abdulrazak. And your email address, it's M4Mazin@gmail.com. [silence] Okay, and are you still using the same device, the SPNMX56PF? [silence] This call will be recorded. [silence] Can you give me an example of a recent call and the error code that you got?
01:00
Speaker 1
Bottom of the parent node. Okay. [silence] SDNMX [silence] 56. Yes. Yeah, one parent and two child nodes. Blue. Solid blue. At the moment, it's solid blue as well.
02:00
Speaker 2
You can check it at the bottom of the parent node. Okay, seven US 69. And then internet provider is community Fiber, right? Okay. And how- you have got 3 nodes, right? Okay, and there are 2 child nodes, right? Okay. And what's the color of the lights on the LED light on the parent node here? Okay. How about the child nodes? Okay. And are the child nodes connected and do they get internet from that system? And what is the type of connection for the child nodes? Okay. And connection, is it bridge or Ethernet cable? Ethernet, Ethernet. Okay. And then for the Ethernet connection type, what is the label or identifier for the first child node connected to the parent? And is it the same for the second one? No. Which one of it is connected to the wall which one of it is connected to your router? Okay, so. EH1 is connected to the wall, isn't it? Right. EH1. Okay. And EH2 is connected to your router, right? Right, yes. Okay. And let's check for the logs here. Okay, let me click on export logs. Then let me save download.
02:00
Speaker 1
Yeah. Well, two are, one is upstairs, where I, just setting up one, and then I'm going, to change the other one as well. Well, two of the nodes is blue, I'll bring the third one down it's upstairs. That was red, initially. I don't know. Yes. Parent node is blue. Yeah. Yeah, that other one is sorry, sir. I'll bring it down. So they're all three together. Sorry.
03:00
Speaker 2
and are they on the same location right now, all the three nodes? okay, okay, so the lights on all three nodes are blue, correct? mhm but right now, the power node is blue, correct? okay there hm okay
03:00
Speaker 1
Yeah, but if I go on the app, it only says node one. Normally it used to say three nodes. I mean, this all happened because I got the Blink video doorbell and they they went to something to try to get the 2.5 connection separate and one the five grams connection separate. Yeah. Blink. yeah.
04:00
Speaker 2
if the little color series of the light is blue, that's indication that it's already set up. Hmm. Okay. Okay. Hmm. Uh-huh. Okay. so, so, so, all three are on the same location now .
04:00
Speaker 1
[silence] but shouldn't it show me in the links app that I have these extra nodes? [silence] hello? [silence] on the links app, it should show me, right? [silence] [silence] the app [silence] on the [silence] links this app. [silence] it should showed me [silence] should show me that, right? [silence] [silence] [silence] Android [silence] [silence] [silence] Oppo [silence]
05:00
Speaker 2
I'm sorry, sir. The the I'm sorry. Mm hmm. Yes. Um, yes, sir, shows how many notes they have. Um under the app is installed on an Android phone, sir or at installed on my phone? Is it a Samsung phone? Okay.
05:00
Speaker 1
and flashing red at the moment. Do I need to have why them connected? Do I need the internet collected to connect to by hotwire from parent to child? No need. speaker 1] Yeah, the second node that was blue, I removed the hardware Ethernet connection, and it's blinking red as well. So both are blinking red.
06:00
Speaker 2
is it the again third note is blinking red, correct? okay let's just wait [silence] um no need sir [silence] okay so the third note is still booting up okay [silence] I'm not either [silence] um no need sir
06:00
Speaker 1
Yeah, when I hardwired it, from the parent node to the child node, it became blue. Now, we remove the cable, it's flashing red.
07:00
Speaker 2
By the way, sir, the note, uh, the first note earlier when you hardwired it to the router, um, it turns blue. How did you set it up? You just connected the cable to the, um, phone node and it automatically, um, turns blue. Hmm. Hmm. Okay.
07:00
Speaker 1
The third one is solid red. The first one is flashing red. The parent is still blue. Solid blue. Right. Solid. Yes. [silence] [silence]
08:00
Speaker 2
Mm. Hmm. Okay. They're both blinking red. One is blinking red, one is solid red. Correct?
08:00
Speaker 1
Thanks. All right. Okay. First one, stop mouth. 20 seconds.
09:00
Speaker 2
Alright. So, we are going to add the devices, the nodes again. So, we are going to like reset the two child nodes and we are going to re-add it again back to the network. okay? So, press and hold the reset button of the child nodes, sir. Press and hold it for 20 seconds each node. okay? We'll do it one at a time. Mm-hmm. Okay. Alright. So, release the reset button on the first [silence]
09:00
Speaker 1
Yep. Okay, starting now. Yeah, ship 20.
10:00
Speaker 2
now child node and okay and then let's do the other node. and okay. and let's wait like a minute or two to fully establish the connection on the child node to fully boot up. Okay? So while waiting for the child to node, so on the parent node. So can we double check if it is the same serial number on the parent node that you have here in our record?
10:00
Speaker 1
yeah I just gave that to you no serial number th is that okay 5-5-9 and one zero and 2 9 D D 2 9 8 4 6 yeah I didn't One is palm salmon red is purple ultraviolet color, the second one is blue. [silence]
11:00
Speaker 2
The only one that you provided earlier is the model number can we double check the serial number okay okay okay, it's still the same device, the parent node okay alright the two child node is still blinking is it not in like purple like or pink, hmm okay, let's wait for that
11:00
Speaker 1
okay it's whole purple the both Yeah, looking [ Silence ] OK, doing it now. One, two, three, four, five. Gone solid red. Yeah, blinking. [ Silence ]
12:00
Speaker 2
purple, both purple, okay. Sir, to add this child node, um we are going only to use our uh five press method, okay? So, to do this five press method is we are going to go to the uh parent node reset button. So, um to add the node, sir, we are going to press the reset button of the parent node five times within five seconds. So, it like press, release, press, release five times within five seconds. Okay. So, let's just wait. Is it blinking?
12:00
Speaker 1
blinking one is blinking. purple one is solid. OK. So they did one at a time. Yeah, the one that was blinking went to red blinking and then the second one started to blink purple. OK. second one is blinking red as well. Both are blinking red. [silence]
13:00
Speaker 2
how about the child code? Okay, let's wait for that. Um, uh, one, if that, the, if the child node is now blinking, um, that means it's, um, like, the parent node is now trying to, um, add it to the network. Yes, it will add it one at a time. wait, uh, that's still trying to, uh, um, add on to the networks. [silence]
13:00
Speaker 1
Yeah, both we are both blinking red. Okay, one of the nodes is gone solid blue. Went back to red.
15:00
Speaker 2
Okay, did you still blink the two child nodes? Okay. All right, let's wait for the other one. [silence]
15:00
Speaker 1
Second one went solid blue. Last one is solid red. And now both have gone solid red.
16:00
Speaker 2
and. Let's wait probably it's still um trying to um connect. Solid red both. The um those uh the child nodes right ourselves are um how far from the parent node? [silence] Okay,
16:00
Speaker 1
Go ahead, unplug them. Okay. Go ahead and unplug. Okay, put it to seconds. Okay, put it to seconds.
19:00
Speaker 2
So kindly turn off the child nodes. Yes. Unplug both of them. Then wait for like a few seconds, like around 30 seconds before we turn it back on. Okay, plug it back.
19:00
Speaker 1
Good luck, then. Flashing blue boat. [silence] Yes, one... Both are red now... flashing red.
20:00
Speaker 2
I'm still blinking. Okay.
21:00
Speaker 1
Okay. so a little glue. Yes. One one turned red. Second one turned red. Yeah. Solid read.
22:00
Speaker 2
Huh. Both child nodes now, solid blue. Okay. Turn both to red. and it's just like there may be it's still trying to connect when you open the app you will only see there the the parent node
22:00
Speaker 1
Yes. [silence] Okay. I'm plugging the phone nodes now. [silence] And the parent one. parent node.
24:00
Speaker 2
Okay it's still Sold Red [silence] All right. Sure. Let's say um another power cycle. Let's turn off um all the nodes. So let's turn off both child nodes. Once the child is is off um are off slowly turn off also your parent node. Okay, let's wait for like 30 seconds before we turn it back on. So, uh, once we turn our third is yes parent node also. [silence]
24:00
Speaker 1
Pulling the plug now. OK, that's 30 seconds. Did you make it 30 seconds? Hello? OK, straight in plugging in now. Solid blue it, oh, it's flashing now.
25:00
Speaker 2
Yes, yes sir, turn on the parent first. Mm-hmm. Mm-hmm. Then wait until the light on the parent turn solid and at the time that you're going to um, um turn on the child nodes.
25:00
Speaker 1
I'm here solid blue, not flashing. So wait for it to become solid blue.
26:00
Speaker 2
Mm-hmm. Mm-hmm. Yes. [silence] Okay, please turn on the child nodes. Okay. Let's wait until the child nodes will be ready. [silence]
26:00
Speaker 1
Yeah, because I bought the Blink alarm, video doorbell, sorry, and they told me that you have to split the connection on 2 hertz 5 hertz. Because the blink alarm was getting confused. So he did, he went through some setup, 1986.8 dot1 dot1 and all that. And made me split those 2.5 hertz 2.4 herts and 5.
28:00
Speaker 2
Sure. You mentioned earlier that, um, the nodes, uh, stops working after, like, changing the wireless settings.
28:00
Speaker 1
Yeah. basically, then they won't try. No. Yeah, yeah. Both are flashing red.
29:00
Speaker 2
And then, after that, the child's note did not reconnect. But there's no problem with the parent, right? Only the only child. Okay, Thank
29:00
Speaker 1
One has gone blue. It's turned back red. The second one's gone solid blue. And then, let's see what happens. It, so from red it turned back to blue. Solid blue. So, it's blue. You, it turned to back to blue and both are of solid blue now.
30:00
Speaker 2
can i light out?
30:00
Speaker 1
Yeah. And then I have to keep it here for a couple of hours, right, before I move them. Yeah? Okay. Okay. Because the last person told me that he have to keep it together for like half an hour or two hours or something and then and it should show me on the app that
31:00
Speaker 2
let's wait for another one minute or two to make sure that it's stable, okay? You can once, after observing it, sir. If the, observing of couple of minutes, and if the light turns to solid blue, then you can actually relocate it to where the original location of the child note. Yeah, it kinda like something like that to observe really, if it's really communicating to the parent. GISG says, set the check at open. The answer said yes. It is on the app, correct? Ashk says, yes, I checked. You have detected the number of nodes?
31:00
Speaker 1
He Your connected to community fiber. Check your Wi-Fi settings. Check connection. Actions. Open to code account or create cloud account? Check connection. Login to your cloud account and check, create a cloud account. It just close on. It just frozen on that screen. I keep on getting that on your app. It freezes on the screen. Then I go, come out of it to go back in. And it was for some reason. I don't know why. Closed it, go back in. It shows the initial dashboard and then it comes out.
33:00
Speaker 2
What option day out, they have their option root their access.
33:00
Speaker 1
Yeah, and look at the dashboard. [silence] And [silence] there again, see, I come back to that white screen. You aren't connected to community fiber, tend and check the. [silence] Changing the connection [silence] on the Wi-Fi. Check connection. Nothing happens. It is. [silence] Yep. [silence] Okay. Now it's gone back to the dashboard because I closed it [inaudible] came back in. [silence] And it says, Nah, nodes three. Yes. It's got three nodes on it now. Yeah, I'm gonna go into browser and check it. Check. Dot org. and then look behind it. For me, I need to see what's available. Hello, hello. You there? Yes, yeah.
34:00
Speaker 2
Yes sir I'm still here I apologize for that. Um we successfully added now the um child node back to the network. So first is we do a reset and we did the five press. Um it's like the one that we did the five press setup the one that we did earlier to the parent node that's another way on how to add a disconnected child node. OK? Yes, it shows now on the app. So it detected now the three nodes, right? Yes. [silence] Okay. So that means the two chart notes are now back online and also back connected to the network. Okay, so again, sir. What we did there earlier to add the chart node back to the network, so you still remember the one, the five press setup, the one that when we press the reset button of the parent five times? That's another way on how to add a wireless chart node, okay? Actually, you can use that in the future, just in case you'll want to add a new child node. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Yes. What we did is we power cycle everything, like if it's, like we also did a power cycle on the parent node.
35:00
Speaker 1
Yeah. So, so shall I move it now or should I leave it here for half an hour so? Okay. Yeah, sure. Will do. Thank you so much for your time. Really appreciate it. I I just fighting for it for two days. mm-hmm Can you email it to me? Okay. Okay.
37:00
Speaker 2
um all right so um is there anything else you try to get an assistant with yeah yeah you can um actually move it there sir so you move it first um you start with the um the nearest location and then the farthest location okay okay okay okay good good good okay and I thank you also for patiently cooperating with the child shooting sir okay um so I'm going to um give you a ticket number sir um in case in the future you call us back give this ticket number okay sir or actually you can always use either your phone number or your email address that's an alternate um ticket okay alright so you may also check our website sorry .
37:00
Speaker 1
Okay. Will do. Thanks, Carlo. Have a nice weekend.
38:00